An AI-Driven COI Email Automation Platform for Scalable Subaccount Operations
A US-based independent insurance agency specializing in transportation and trucking coverage struggled with operational inefficiencies in managing COI (Certificate of Insurance) requests. Most requests arrived through decentralized sub account emails, requiring manual review, data entry, and back-and-forth broker communication. This process caused delays, increased error rates, and limited visibility—particularly across independently managed subaccounts. To address these challenges, the agency partnered with OptiSol to build a scalable, AI-powered automation engine. They achieved a secure, zero-touch solution that processes COI requests directly from broker emails, integrates seamlessly with NowCerts CRM, and delivers real-time, audit-compliant automation—supporting hundreds of inboxes with full operational traceability.
Key Outcomes
Challenges and Solutions
Manual Review of Broker Emails
COI requests were received through decentralized inboxes, often as unstructured emails or attachments in inconsistent formats—slowing down operations.
OptiSol implemented a secure IMAP-based email listener to enable real-time monitoring across multiple inboxes. OCR and document parsers were used to extract key values from attachments, initiating automation instantly.
Repetitive, Error-Prone Data Entry
Staff manually transcribed COI details into templates, increasing the risk of formatting errors and version mismatches.
A rule-based AI engine mapped OCR-extracted data to COI templates. Dynamic field mapping ensured consistent formatting and reduced turnaround time significantly
Operational Delays Due to Missing Information
Requests often lacked critical policy or client data, leading to back-and-forth communication and missed deadlines.
OptiSol integrated NowCerts CRM at the subaccount level to validate and enrich incoming COI requests, flagging exceptions and reducing data gaps.
No Centralized Visibility
Each sub account operated in silos, making it difficult for leadership to monitor COI operations or ensure compliance.
A centralized audit and dashboard module was introduced for real-time tracking across all subaccounts. Role-based access provided visibility without compromising security.
Limited Scalability
Manual operations could not scale with the growing number of clients, policies, and COI formats.
The architecture was designed to support hundreds of inboxes and NowCerts instances running in parallel, with custom fallback paths for exception handling and compliance workflows.
Our approach
Mapped COI Workflows Across Subaccounts
Studied existing workflows and evaluated request formats, CRM interactions, and template variations to identify automation gaps.
Built Multi-Inbox Monitoring Engine
Developed an IMAP-based inbox listener that detects and parses incoming COI emails in real time. Applied OCR to attachments for structured data extraction.
Integrated with NowCerts CRM
Connected each subaccount’s CRM instance to validate client and broker information, populate records, and auto-initiate COI issuance.
Automated COI Issuance & Escalation
Created dynamic rule engines to issue standard COIs or route complex cases (e.g., Additional Insured or Loss Payee requests) to human reviewers.
Established Dashboards & Audit Trails
Implemented dashboards for real-time monitoring and detailed logs for audit readiness. Designed a modular architecture to accommodate future needs like renewals or multi-language templates.